ON TODAY'S EPISODE:
In this week of Impact Weekly, Johan and Lincoln take on the customer role and talk about their experiences of both successful and challenging customer interactions. Join them as they discuss the power of turning around a customer's negative experience and the long-term benefits it can bring to a business relationship.

THIS WEEKS QUESTION:
“Can you share an example of when you yourself got Customers Success-ed? And also perhaps the opposite?”

TOPICS BEING ADDRESSED:
*Johan and Lincoln’s personal experiences receiving Customer Success
* The need for overall success
* The importance of understanding what your customer us going through

QUOTES:
Lincoln Murphy (01:43): “Human nature is to always remember the negative experiences”

Lincoln Murphy (03:27): “Our customers need to have their goal met. But in a way that is appropriate.”

Lincoln Murphy (05:39): “How many of your customers are in a situation right now where you're helping them achieve their goal, but they're not getting their appropriate experience?”

Lincoln Murphy (08:06): “Do we mess up with our customer intentionally so that we can come in as the hero and solve?”

Johan Nilsson (11:31): “I think it could be like a carrot to say: if we do this, we're gonna even be stronger going out of it.”

Lincoln Murphy (12:04): “We can't solve for a customer's happiness but when we are able to turn something around, we do invoke emotional happiness”

Lincoln Murphy (20:16): “Ultimately we're working with humans.”

Johan Nilsson (20:36): “You want to know what's best for you, you don't want someone that's trying to make you happy.”

Do you want more of this? Check out Impact Academy for interactive Customer Success training programs. https://www.impactdemy.com/

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